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Customer Service - Skills - Hints and Tips:In this section you'll find short hints and tips to help provide better customer service, particularly with customers who are difficult, angry or potentially abusive. Much of the material here involves book excerpts.

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Get Onpoint - Your free guide to work and relationship resources : Customer Service - Skills - Hints and Tips

Learning Resources:

  • Defusing Tactic # 18: Avoid Hot Words & Phrases

     There are some words and phrases that have such emotional meaning for people that no matter how nice your tone of voice may be, the customer will hear what you say as insulting or inflammatory. We use the term hot phrases or hot words to refer to language which should be avoided. Discover how hot phrases and words can demean the positive content of your message.

  • Defusing Tactic # 27: Allow Venting

     Learn how to apply Tactic # 27 – Allow Venting - in order to gain and maintain control over hostile interactions and get on with helping an angry customer.

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Pages On This Site Most Recently Updated On: 10-Dec-2009 - 16:35:20



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